Payment operations: balance, payouts and disputes
A read-only look at what your center's payments account is holding, paying out and being asked about.
Finding it
Open More → Billing, choose the Settings tab and tap Payment Operations (Monitor balance, payouts, and open disputes.). Once payments are set up you can also get there from Marketplace → Card & bank payments → Manage. The screen itself is titled Payments, with Settlement health — monitoring only underneath.
Directors, assistant directors and admins can open it. If you don't see Billing, your center may have billing turned off. Until your payments account is set up there's nothing to show; see Set up payments and payouts.
It can't move money
The screen says so itself: Read-only view — this screen shows payment data but cannot initiate any actions. Nothing here sends a payout, issues a refund or answers a dispute. Refunds, failed payments and AutoPay are in the rest of Billing — see Tuition and billing.
It loads when you open it; to see newer figures, leave and come back. If a section can't be read, it says so — Balance unavailable, Payouts unavailable or Disputes unavailable — above a red card naming what failed, with Retry. The sections that did load stay where they are, so a dead dispute list doesn't take your balance down with it.
That means the quiet version of this screen is a real answer about your account: $0.00 with No payouts yet and No open disputes is what a center that hasn't been paid yet sees, not a failed load. If it's wrong for a center you know has taken payments, email support.
Account Balance
Available is money that can be paid out to your bank. Pending is money from payments that has arrived but can't be paid out yet. The line underneath gives the date and the currency.
Recent Payouts
Your ten most recent payouts to your bank, each with its amount, a status, the Arrival date and the date it was created.
| Status | Means |
|---|---|
| paid (green) | Sent to your bank. |
| pending, in transit (amber) | On its way. |
| failed, canceled (red) | Didn't arrive. Email support the same day rather than waiting for the next one. |
Before the first payout you'll see No payouts yet. Match payouts against your bank statement rather than against individual tuition payments, since one payout can cover several.
Open Disputes
Up to 20 of your most recent disputes, each with the amount, its status, the reason the family's bank gave, and a Respond by date — Overdue — respond by once it has passed. A number beside the heading counts the rows.
Despite the heading, the list isn't limited to disputes still waiting on you: ones already under review, won or lost stay on it. Go by each row's status — Needs response is the one that needs you.
When a family disputes a charge
There's no way to answer a dispute in RoundUp, and your center's payments account doesn't come with its own Stripe dashboard login. As soon as one appears, email support@roundupece.com — well before the respond-by date — with the family's name, the amount and the date, and whatever shows the charge was right: the invoice, your enrollment agreement, attendance for the period.
Talk to the family as well. If the charge was a misunderstanding, they can ask their bank to withdraw the dispute, which settles it faster than evidence does.
Payment processing in Billing settings
Above the Payment Operations button, Payment processing reports your center's own payments account.
| Status | Means |
|---|---|
| Connected · In-app payments active | Your account can take payments. This is the finished state. |
| Setup incomplete | Onboarding was started but not finished. Open Set up payments and complete it — families can't pay in the app until you do. |
| Action needed | Stripe is holding your account until outstanding requirements are met. Open Set up payments to see what's missing. |
| Not set up | No payments account yet. See Set up payments and payouts. |
| Checking… | Still reading your account. It settles on one of the rows above. |
| Not configured / Managed outside the app | Neither is about your center: this app build or brand doesn't do in-app payments. Email support if you expected it to. |
The Set up payments card and the Card & bank payments tile in the Marketplace read the same account, so the three agree.
More: All director guides